Forum Discussion

Mac_the_Frustra's avatar
Mac_the_Frustra
New Contributor
4 years ago

Constant Connection Issue

Since about a week or so we started having constant connection issues. This is right after Cox was out for like 6-8 hours in our area. Starting Thursday we could not connect through my wireless router. I called, or rather chatted with a COX individual by the name of John. After about 20 minutes of going back and forth and me telling him I rest Cox's modem like three times and I reset my wireless router the same amount of times and still had connection issues. John kept saying nothing wrong on their end. So, I guess he decided that was enough and he ended the conversation. After about 5 minutes I was contacted by another individual. Rest and reset and I could get a connection for a short time then lost everything. It was on for a while then told her it seemed ok. At work the next day and wife said Internet going in and out...no steady connection. So, after buying two separate wireless routers and still nothing. Went today to COX and got a Panoramic Modem/Router, hooked it up and still not able to connect to anything on 2.4GHz...….even with the computer right next to the Modem/Router. Anything that could connect at 5.0GHz works great. Now the only problem is that most devices will only connect at 2.4GHz, so there relies the problem. Sorry COX but I think you did an upgrade around 2-3 weeks ago and made life terrible for people. You need to check this issue out because I am hearing from lots of people with the same issue. Also, I am an IT Specialist....so I try to troubleshoot things to pin down the issue. Please, check out the issue before everyone goes over to another provider.

  • OUsooner48's avatar
    OUsooner48
    New Contributor

    Same issues here.  Been a customer since 10/11/20 and my connection drops AT LEAST 8 times per day.  Have had 3 separate technician visits,  with the last being yesterday.  Tech laid a new incoming wire(not sure why it took 3 visits to get this) and still losing connection.  However only for a minute.  

    Contacted support thru chat since I can't ever get anyone on the phone,  and the chat agent switched twice,  and eventually stated since he/she was not hearing from me,  the chat was terminated,  all the whie I was responding.  

    RIDICULOUS! TERRIBLE CUSTOMER SERVICE

    • Mac_the_Frustra's avatar
      Mac_the_Frustra
      New Contributor

      Same here....and hearing the same from many others. I think they did a system upgrade or change and messed things up. If I have the devices that can connect at 5GHz they connect steady......but not anything running at a 2,4GHz connection.

      • OUsooner48's avatar
        OUsooner48
        New Contributor

        Both the 2.4 and 5 go out consistently daily multiple times for me

    • StephanieS's avatar
      StephanieS
      Moderator
      OUsooner48

      Sorry to hear that you've had trouble getting help. I'd like to take a look at your account and see what's happening. Please send an email to cox.help@cox.com and include a link to this forums thread along with your full address. I can help!

      StephanieS
      Cox Forums Support Moderator
  • Mac the Frustrated

    That sounds like a very frustrating experience. I'd like to take a close look at your account and see what's happening. Please send an email to cox.help@cox.com and include your full name and address. Please add a link to this forums post.

    StephanieS
    Cox Forums Support Moderator